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Senior Product Manager, Shopify
Consumers aren’t used to thinking about Facebook Messenger as a way to interact with brands, but having a direct communication route between merchants and shoppers could improve critical engagements, such as placing an online order. Brandon Chu, senior product manager at ecommerce platform provider Shopify, spoke to eMarketer’s Maria Minsker about how both consumers and companies can benefit from brands’ presence on Messenger.
eMarketer: In what ways does Shopify blend commerce and customer service through Facebook Messenger?
Chu: Our approach is conversational commerce. When consumers want to buy something online, they don’t go into Messenger and search. Rather, they search through more traditional routes like Google. That’s why one of the first things we wanted to do is get people [comfortable with the idea of having] conversations with brands.
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